Account Suspended (Verify your Account) - Incredibly Awful Support Behavior

January 28, 2015 2.4k views

Hello,

I would like to point out that I am completely disgusted with the way DO support handles their customers.

Today I decided to reactivate my account after not using it for a long time.

Why?
I really enjoyed the quality of service I got from DO when using my droplet = returning customer.

As soon as I logged in I was greeted by an "Account Locked" message stating that I should contact support.
I did that and someone me that I should give them more information about my account in order to verify it.
That sounded fair so I provided all the information I could.

After doing that I was expecting to get my account back and add my new payment credentials, but no...

Here is the next message I got from support:

=========================================================================

Hello

Thanks for getting back to us.

It seems that we did not hear from you for a long time, and we were also unable to charge your card.

This caused us to shutdown your account.

Can you give us some feedback on that and we continue

Regards
Support

=========================================================================

I replied that my CC expired meanwhile and I got a new one from the bank.
Although I don't quite understand why this was even an issue, they should have simply disabled account if I don't pay, we don't have a contract that obliges me to continue paying for a certain amount of time.
Still, I replied that I want to return to the service.

The reply that came simply disgusted me:

=========================================================================

Hello

Thanks for getting back to us.

What if you decide to leave again in the future and not pay the bill?

Regards
Support

=========================================================================

And here is my final reply:

=========================================================================

Hello

Excuse me ?!
Are you really asking me this question ?
Do we have a contract that I don't know of?

Look:
First of all, I always paid the service WHEN I used it, get your facts right.
Second of all, I don't think this kind of attitude is appropriate for a company that wants to sell a service in the first place.

We had no contract that obliged me to continue paying the subscription for a certain amount of time = I can stop paying it when I wish.

This thread is already too big and I'm starting to get the feeling I need to convince you to let me use your service when I can just as well go to your competitors.
It appears returning customers aren't welcome with your service.

P.S: I will also make a forum post about this to let the community know about this kind of behavior from support.

Regards

=========================================================================

This is completely unaccepted support behavior and I really didn't aspect this from DO, big disappointment...

2 Answers

You owed DigitalOcean money and ignored email reminders about past due invoices. What else did you expect?

I don't really understand how I owe somebody money when subscribing to something.

It is pretty simple, you pay and have access to the service, you don't pay and your service is cut off.
I had no contract that obliged me to continue paying DO money when not using the service.

  • Why didn't you read the Terms of Service?

    Billing and Term
    5.3 The term of this Agreement shall be monthly, to commence on the date that the Subscriber signs up electronically for the Services by creating an Account with an email address. All invoices are denominated, and Subscriber must pay, in U.S. Dollars. Subscribers are typically billed monthly on or about the first day of each month, with payment due no later than ten (10) days past the invoice date. On rare occasions, a Subscriber may be billed an amount up to the Subscriber's current balance in an effort to verify the authenticity of the Subscriber's account information. This process ensures that Subscribers without a payment history are not subjected to additional scrutiny. Subscribers are entirely responsible for the payment of all taxes. For specific pricing policies, please refer to https://www.digitalocean.com/pricing.
    5.4 Some of the paid Services may consist of an initial period, for which there is a one-time charge, followed by recurring period charges as agreed to by you. By choosing a recurring payment plan, you acknowledge that such Services have an initial and recurring payment feature and you accept responsibility for all recurring charges prior to cancellation. WE MAY SUBMIT PERIODIC CHARGES (E.G., MONTHLY) WITHOUT FURTHER AUTHORIZATION FROM YOU, UNTIL YOU PROVIDE PRIOR NOTICE (RECEIPT OF WHICH IS CONFIRMED BY US) THAT YOU HAVE TERMINATED THIS AUTHORIZATION OR WISH TO CHANGE YOUR PAYMENT METHOD. SUCH NOTICE WILL NOT AFFECT CHARGES SUBMITTED BEFORE WE REASONABLY COULD ACT. TO TERMINATE YOUR AUTHORIZATION OR CHANGE YOUR PAYMENT METHOD, GO TO https://cloud.digitalocean.com/user_payment_profiles.
    5.5 YOU MUST PROVIDE CURRENT, COMPLETE AND ACCURATE INFORMATION FOR YOUR BILLING ACCOUNT. YOU MUST PROMPTLY UPDATE ALL INFORMATION TO KEEP YOUR BILLING ACCOUNT CURRENT, COMPLETE AND ACCURATE (SUCH AS A CHANGE IN BILLING ADDRESS, CREDIT CARD NUMBER, OR CREDIT CARD EXPIRATION DATE), AND YOU MUST PROMPTLY NOTIFY US OR OUR PAYMENT PROCESSORS IF YOUR PAYMENT METHOD IS CANCELED (E.G., FOR LOSS OR THEFT) OR IF YOU BECOME AWARE OF A POTENTIAL BREACH OF SECURITY, SUCH AS THE UNAUTHORIZED DISCLOSURE OR USE OF YOUR USER NAME OR PASSWORD. CHANGES TO SUCH INFORMATION CAN BE MADE AT https://cloud.digitalocean.com/settings. IF YOU FAIL TO PROVIDE ANY OF THE FOREGOING INFORMATION, YOU AGREE THAT WE MAY CONTINUE CHARGING YOU FOR ANY USE OF PAID SERVICES UNDER YOUR BILLING ACCOUNT UNLESS YOU HAVE TERMINATED YOUR PAID SERVICES AS SET FORTH ABOVE.
    Arrearages
    5.6 Payments not made within ten (10) days of invoicing will be deemed in arrears. For accounts in arrears, if any amount is more than ten (10) days overdue, without the requirement of providing notice of such arrears, DigitalOcean may suspend service to such account and bring legal action to collect the full amount due, including any attorneys’ fees and costs.
    Suspension for Nonpayment
    5.7 If a Subscriber is past due on their balance, DigitalOcean may send up to three (3) email notifications within a fifteen (15) day period before suspending the Subscriber's account. Servers will be temporarily powered off during the suspension period. DigitalOcean reserves the right to delete the Subscriber's suspended machines after the final termination notice.
    
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